Why campaign emails are not being sent and how to resolve it

Table of contents

• Overview
• Verify no emails have been sent
• Find the root cause
• The solution
• Variation: not all customers received the first email
• The takeaway

Overview

If you notice that no campaign emails are being sent to your customers, follow the steps below to identify and resolve the issue.

Verify no emails have been sent

First, confirm whether any campaign emails were sent.

1. Go to the Communication tab of your job. At the bottom of the page, confirm if potential buyers are listed. An email address is required to create a potential buyer. Learn how to upload a list of names into your photo job.
2. Check the Campaign Performance dashboard. If the delivery rate shows as 0, no emails have been sent (for example, if the job isn’t activated).
   

Find the root cause

Check the most common reasons why emails were not triggered:

1. Ensure your Stripe Express account is validated. Campaign emails only send after validation is complete.
2. If you switched the job to Selling between 9 PM and 9 AM, emails from your automated campaigns will not send during this time to avoid disturbing customers.

   Most campaign messages are sent at 9 AM. Expect a delay of 1–2 hours.

3. For group photo-only jobs with one access code and an imported names list, set notifications to All customers or Customers with no photos available.
4. [Prepay only] For Prepay or Prepay+ jobs, ensure you are using the correct campaign. For Prepay+, the required campaign is MUST USE — Prepay+ (With Access Code and Proofing Phase).
5. If you set the job to selling before adding a campaign, the trigger “When a job is set to selling” won’t reoccur. Emails will not send, even if the campaign is later added.

The solution

Follow these steps to reset the campaign and trigger emails:

1. Remove the campaign by selecting No Marketing Emails/SMS: to notify your customers, select a profile, then click Save Settings.
   
2. Switch job status to Archived, then back to Planning.
   
3. Duplicate the automated campaign.
4. Add the duplicated campaign to the job in Job Settings, then click Save Settings.
   
5. Switch the job back to Selling. This resets the campaign and queues the emails for sending.
6. If 24 hours pass without emails being sent, send a manual one-time email via the Communication tab (Classic Interface: Selling tab).